Executive Manager, Customer and Broker Service

Create impact as the Executive Manager, Customer & Broker Service

Join us in reshaping the future of customer experience at WFI and CGU. This isn’t about incremental change—it’s about taking bold leaps to redefine how we engage, support, and empower our customers and brokers. As the driving force behind this transformation, you’ll challenge the status quo, harness the expertise of a capable team, and lead them toward a contemporary, digital-first experience that positions two strong brands for future market leadership.

About the role

• Spearhead a customer experience transformation, evolving from traditional service models to innovative, digital-first approaches.
• Elevate service excellence for WFI Customers and CGU Brokers, boosting satisfaction and Net Promoter Scores (NPS).
• Oversee governance processes to ensure compliance with industry standards and internal policies.
• Develop and execute bold strategies to strengthen customer retention, drive Gross Written Premium (GWP) growth, and expand market reach.
• Inspire and lead a skilled team, empowering them to embrace new ways of working and drive change.
• Foster dynamic, collaborative partnerships with customers, brokers, and industry stakeholders.
• Implement performance-driven improvements that streamline operations and enhance customer outcomes.
• Champion innovation, identifying opportunities to elevate service delivery and optimize efficiency

This is a permanent position open to candidates based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne)⁠ and Brisbane.
 

About You

You’ll have a strong background in leadership and customer service, experienced in managing complexity, fostering customer-centric practices, and delivering commercial success. Your ability to define and implement strategies, lead teams, and drive continuous improvement will be vital. Experience in risk management, stakeholder collaboration, and team optimization are highly valued, along with:

• Demonstrated ability to navigate complexity, adapt to change, and maintain a customer-centric approach.
• The ability to challenge legacy processes while taking teams on the journey toward innovation.
• Strong commercial acumen with experience balancing business improvement and stakeholder needs.
• Proven leadership in developing high-performing teams that are motivated to create impact. 
• Expertise in defining and executing strategies that drive customer-centric change
• Experience fostering partnerships and working collaboratively to achieve shared goals.
• A mindset of continuous improvement, aligned with agile methodologies and innovation-driven outcomes.
• A strong ability to manage risks, ensuring controls support sustainable transformation.

Applications close 14 May 2025 at 23:59pm AEST. 

ABOUT US

 
As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees. 

We’re ready for you. Apply today.    

 
Learn more about who IAG is here.